Customer Action Manager (Bilingual Spanish/ English) APPLY: https://allinenergy.bamboohr.com/careers/35

APPLY HERE: https://allinenergy.bamboohr.com/careers/35

Do you want to advance racial and economic justice while tackling climate change?

Join our innovative non-profit and be part of a talented diverse team driven to expand access to climate solutions and green jobs across the Commonwealth. Our mission is to accelerate an inclusive clean energy economy. We work hand-in-hand with cities and local community organizations to connect communities of color, non-English speakers, and renters to energy-saving programs and affordable renewable energy. These programs help families and businesses save money, make their homes healthier, and combat climate change.

We’re seeking a caring and detail-oriented fully bilingual (Spanish/ English) Customer Action Manager to lead our customer action team. The Customer Action Manager ensures the team runs in an efficient manner, increases customer satisfaction, and develops effective customer service procedures, and sets customer satisfaction goals. The customer action team helps customers who prefer to engage in languages other than English in the Merrimack Valley navigate their way through Massachusetts’ generous, but complicated energy programs.

You will play a critical role in ensuring the residents we meet receive high-quality support to access programs that can save their families money and make their homes healthier and more comfortable. You’ll also play a role in improving All In Energy’s organizational systems and customer follow-up resources. You’ll be working directly with leaders of our growing organization and your feedback on both tactical and strategic implementation of the program will have a large impact on future campaigns.

Key Responsibilities, in Spanish and English:

• Manage the workflow and productivity of a growing team of Bilingual Customer Action Representatives and a Receptionist / Office Manager.
• Conduct interviews and evaluate candidates for success as a Customer Action Representative
• Arrange the schedules of staff and ensure they meet the expectations of efficiency and quality of client support and coordinate with the workforce development team to allow time for internal and external trainings
• Ensure clients are being served in a timely manner, engaging in direct client service at times of high demand and for escalated cases.
• Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges.
• Improve and monitor organizational systems for keeping track of contact records in All In Energy’s Salesforce CRM system and analyzing the success of our outreach and customer support efforts.
• Liaise with vendors to coordinate customer handoffs and data sharing.
• Manage relationships with the other partners on the program as well as the gas and electric utilities and Mass Save vendors
• Miscellaneous tasks associated with starting up new programs in a new office.

Required Qualifications:

• Bilingual in English and Spanish, both written and spoken
• Passion for addressing global climate change, equitable clean energy access, or economic and environmental justice.
• Ability and desire to speak with strangers on the phone in Spanish and English to ask them to take a no-cost action to save money and energy while helping reduce greenhouse gas emissions.
• Demonstrated ability to creatively and proactively problem solve and remove barriers for customers and team members
• Ability to work independently and as a part of a small, nimble team.
• Detail-oriented and able to keep tasks, records, and systems organized.
• 3 years of proven experience in customer service
• Excellent leadership and interpersonal skills

Preferred Qualifications:

• Experience communicating with the residents of low-income and/or majority-minority communities.
• Sales, outreach, or organizing experience, e.g. retail, political canvassing, fundraising
• Experience working with key performance indicators (KPIs)
• Experience with phone banking, voter registration calls, or other phone-based outreach.
• Experience with Customer Relationship Management (CRM) systems like Salesforce
• Basic knowledge of how homes use and lose energy.

We encourage candidates from underrepresented groups to apply even if they don’t meet all listed qualifications. We value diverse perspectives and are committed to an inclusive environment.

Hours, Compensation, and Benefits: For a full detailed list go to bit.ly/AIEbenefits

• 40-hour work week with an annual salary of $76,133.20
• Flexible schedule, paid sick time, vacation time, retirement and technology benefits.
• Health, dental and vision insurance.
• This is an in-person role based in our Lawrence office.

Hiring Timeline: Applications will be reviewed and interviews conducted on a rolling basis

• Jan 6-10: Applicant review
• Jan 13-24: 1st round interviews
• Jan 27- Feb 16: 2nd round interviews
• Feb 17-28: Final interviews
• March 3- March 14: Candidate offered

All In Energy is an equal-opportunity employer that values diversity. In particular, we’re dedicated to broadening opportunities for individuals from demographic groups that are historically underrepresented in the clean energy economy. We’re committed to building an inclusive workplace culture where talented people of widely diverse backgrounds can thrive. We are actively seeking people who bring diverse backgrounds and perspectives to join us in this work.